**Job Track Description**:- Performs business support or technical work, using data organizing and coordination skills.- Performs tasks based on established procedures.- In some areas, requires vocational training, certifications, licensures, or equivalent experience.**General Profile**Proficient in a range of operational processes through prior job-related experiences and training.Completes assignments and guides the work of peers and other team members.May work cross-functionally, in different areas when necessary.- Proposes improvements to processes and methods.- Works within established procedures and practices.**Functional Knowledge**- Has developed skillset in a range of processes, procedures, and systems- Acts as a technical expert in an area.**Business Expertise**- Understanding of how teams integrate and work best together to support the achievement of company goals**Impact**- Impacts own team and other teams whose work activities are closely- Impacts the end-user for a more efficient and pleasant experience.**Leadership**- Serves as a team head and may allocate work.**Problem Solving**- Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.**Interpersonal Skills**- Exchanges ideas and information effectively.Warm and patient demeaner, showing empathy and understanding to the end user.**Responsibility Statements**- Provides customers with information that is specialized and communicated in warm empathetic manner.- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.- Identifies customer needs by referring to case notes, examining each as a specific case- Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.- Provides customers with information that is specialized and communicated in warm empathetic manner.- Gathers all necessary information to update the database- Explains company policies to customers as required- Guides end-to-end resolution of customer issues, seamlessly and efficiently- Supports and mentors less experienced team members- Performs other duties as assigned- Complies with all policies and standards